Help Desk Engineer II (Level 2) - Remote (Philippines or Indonesia)

Location: Remote – Philippines or Indonesia
Work Hours: United States Eastern Time (9:00 AM – 6:00 PM EST)
Compensation: $1,500 - $2,200 USD per month + Vacation (Philippines); $1,000 - $1,600 + Vacation + Benefits (Indonesia).

About BitByBit (BBB)

BitByBit is a dynamic Managed Service Provider (MSP) committed to helping small and medium-sized businesses untangle their technology challenges. We deliver exceptional IT support and strategic technology solutions to our clients across the United States.

We're seeking an experienced Help Desk Engineer II (Level 2) to join our growing team. This role is ideal for a highly skilled IT professional who thrives in a fast-paced MSP environment, enjoys solving complex technical issues, and takes pride in delivering an exceptional customer experience.

As a Level 2 Engineer, you will serve as an escalation point for Level 1 technicians, take ownership of complex technical issues, contribute to client projects and technology initiatives, and play an important role in mentoring junior team members.

Responsibilities

Technical Support & Escalations

• Deliver exceptional customer service and technical support to end users via phone, email, and remote support sessions.
• Serve as the primary escalation point for Level 1 Help Desk Engineers on complex technical issues.
• Manage support tickets from inception to resolution, ensuring timely communication, proper documentation, and adherence to SLAs.
• Perform advanced troubleshooting of Windows and Mac operating systems, Microsoft 365, networking, servers, and cloud services.
• Conduct root cause analysis and implement long-term solutions to recurring issues.
• Manage high-priority incidents and communicate effectively with clients throughout the resolution process.

Systems Administration

• Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID (Azure AD).
• Administer and support Windows Server environments, including:
• Active Directory
• Group Policy
• DNS and DHCP
• File and Print Services
• Remote Desktop Services
• Support virtualization environments using VMware vSphere, ESXi, and Microsoft Hyper-V.
• Monitor and remediate issues related to backups, endpoint security, patch management, and business continuity solutions.
• Perform website, domain, and DNS administration tasks.
• Diagnose and resolve networking issues involving firewalls, switches, VPNs, wireless networks, and internet connectivity.

Project Work

• Participate in infrastructure projects and client implementations, including:
• Microsoft 365 migrations and tenant administration
• Server migrations and upgrades
• Workstation deployments and refreshes
• New client onboarding and environment documentation
• Network and firewall deployments
• Cloud migrations and technology upgrades
• Assist with planning and executing technical projects while ensuring minimal disruption to client operations.

Process Improvement & Mentorship

• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Identify opportunities for automation and process improvements.
• Assist with onboarding and mentoring Level 1 Help Desk Engineers through knowledge sharing, training, and technical guidance.
• Collaborate with team members to improve service delivery and client satisfaction.

Additional Responsibilities

• Participate in after-hours support or on-call rotations as required.
• Stay current with emerging technologies and continuously develop technical expertise.

Requirements

Technical Skills

• Excellent time management, prioritization, multitasking, and problem-solving skills.
• Strong analytical and critical thinking abilities with a customer-first mindset.
• Exceptional written and verbal English communication skills and the ability to effectively support US-based clients.

Advanced administration and troubleshooting experience with:

• Windows Server (2016, 2019, 2022, and 2025)
• Microsoft 365 and Exchange Online
• Microsoft Entra ID (Azure AD)
• Active Directory and Group Policy
• DNS and DHCP
• Windows 10 and Windows 11 environments
• Microsoft Intune and endpoint management solutions
• Remote monitoring and management (RMM) platforms and PSA tools
• Backup and disaster recovery solutions
• Endpoint protection and security platforms
• VMware and Hyper-V environments
• Networking concepts including TCP/IP, VPN, VLAN, DNS, and routing fundamentals
• Firewall and switch administration
• VOIP systems and cloud telephony platforms

Preferred Skills

• Experience with PowerShell scripting and automation.
• Experience with Microsoft Azure administration.
• Experience with security best practices and compliance frameworks.
• Experience leading or contributing to technical projects.

Experience

• Minimum of 4 years of IT support experience.
• Minimum of 2 years of experience in a Managed Services Provider (MSP) environment is required.
• Proven experience supporting multiple clients and managing competing priorities in a fast-paced environment.
• Experience serving as an escalation resource and mentoring junior technicians is strongly preferred.
• Experience participating in or leading infrastructure and migration projects is highly desirable.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related technical field preferred, or equivalent work experience.

Relevant certifications are highly desirable, including:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft certifications
• Cisco certifications
• Fortinet certifications
• VMware certifications

Benefits

• Competitive compensation based on experience, technical expertise, and certifications.
• Certification reimbursement and professional development opportunities.
• Health and dental insurance.
• Paid vacation and time off.
• Retirement benefits with employer contribution.
• Opportunities for career advancement and growth within a rapidly expanding MSP.
• Exposure to a broad range of technologies and client environments.

Why Join BitByBit?

At BitByBit, you'll work alongside a talented team of IT professionals, support a diverse portfolio of clients, and continuously expand your technical expertise. You'll have the opportunity to solve challenging problems, contribute to meaningful projects, and grow your career within a company that values learning, collaboration, and exceptional customer service.

If you're an experienced MSP professional looking to take the next step in your career, we'd love to hear from you. Apply today and help us untangle technology for our clients.